If you are a business owner or manager and you have been in the business for a significant amount of time, you probably have a standard employee handbook that you follow. This includes rules and regulations about how to treat customers in your store.
This is especially true for emergency situations. In the case of an injury, you may need to make sure that you have the proper training and equipment to handle an injury so that your customer is treated fairly and in an efficient manner.
Here are some important steps to take should a customer appear to be injured during their visit to your store.
Ask if They Need Assistance
If the customer is in a state of shock, dazed, or in need of help, it is your responsibility to offer the appropriate assistance. You should always ask if the customer is OK or if they would like you to call for assistance.
This is the best way to determine the severity of the injury and will also provide you with evidence that you did offer the necessary assistance.
Assess the Injury To See if It Is Severe
If the customer is injured, it is important to assess the injury and determine if it is severe. By taking the time to do so, you will be able to determine if the injury is serious enough to require an ambulance, if you should call the police and if you should perform first aid.
Attempt To Immediately Stop the Bleeding With the Required First Aid Items
If the injury is a severe cut or laceration, you should immediately stop the bleeding with the appropriate first aid supplies.
You should also determine if the injury needs stitches. If the wound is not severe, you should clean the area with an antiseptic wipe and then bandage the area. You should then check the injury regularly to make sure that the bleeding has stopped.
Secure The Scene
Once the bleeding has been stopped, you should secure the scene by moving your customer to a safe location. You should also determine if any other injuries need to be addressed. You should also consider the safety of other people at the scene and make sure that they are safe.
Ask if They Would Like You To Call an Ambulance
If the customer is having trouble breathing or is otherwise in a state of shock, you should immediately call for an ambulance. You should also determine if the customer is having any other medical problems. This will allow you to determine if the injury is serious enough to require an ambulance.
Gather Information and Surveillance Footage
After the incident, you should gather the following information:
- Any witnesses
- The time of the incident
- The location of the injury
- The cause of the injury
- The severity of the injury
If the injury was caused by your negligence, you would also need to gather surveillance footage of the incident. You should make sure that you have the right to view the footage before taking it. If you do not have permission, you will need to contact the customer’s lawyer.
It is also advisable for your business or store to be fully insured by public liability insurance for that extra peace of mind should the accident be a result of your negligence as a business operator.
Regardless of the nature of the accident, public liability insurance will help you avoid any potential liability suit against you and your employees, as well as keep your bank balance secure from potential settlements.
Final Thoughts
The worst part of any retail job is handling customer injuries. People get hurt in retail stores all the time, and it can be scary and overwhelming to know what to do. Follow the steps covered in this article anytime you encounter a medical emergency.
